Customer Success Engineer

Summary

Join Stedi, a rapidly growing API-first healthcare clearinghouse, as a Customer Success Engineer. You will play a critical role in ensuring customer success and satisfaction by providing support, identifying product gaps, and collaborating with internal teams. This fast-paced role requires strong technical skills, customer empathy, and a proactive approach. You will work closely with customers, utilizing your revenue cycle management (RCM) expertise to help them realize the full value of our product. Your responsibilities include supporting customers from proof-of-concept to production, collaborating via Slack, triaging requests, identifying product gaps, and contributing to documentation. Stedi offers a dynamic work environment and encourages applications even if your experience doesn't perfectly match the description.

Requirements

• Have subject matter expertise in revenue cycle management: Understand the full cycle of how healthcare technology companies run eligibility checks, submit claims, and process claim statuses and ERAs
• Have several years working at an RCM company or managing the RCM inside of a healthcare organization
• Be exceptional at staying on top of many open threads simultaneously. Be hyper-responsive, organized, and thorough. Almost never drop balls
• Have deep customer empathy. Quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value. Keep customers at the center of your work and always prioritize customer relationships
• Have a product mindset. Go beyond helping customers with the task at hand. Be able to intuitively understand product gaps and be able to articulate those to the engineering team, and ensure those requirements satisfy the customer's needs
• Do what it takes to get the job done. Be resourceful, self-motivating, self-disciplined, and don’t wait to be told what to do. Put in the hours
• Have experience in customer facing roles: Have experience in customer facing roles; ideally within customer success, technical support, or adjacent roles
• Move fast. Match our pace and not get lost by responding with urgency (both externally to customers and internally to stakeholders), communicating what you are working on, and proactively asking for help or feedback when you need it

Responsibilities

• Support new customers from proof-of-concept through production to ensure they have everything they need to process production claims and eligibility checks as quickly as possible
• Collaborate with customers via dedicated Slack channels
• Triage requests from customers who need help utilizing our products or understanding payer responses to claims, remittances, and eligibility checks
• Identify product gaps and relay those as well-documented issues to our product and engineering teams for review and implementation
• Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption
• Utilize data to improve our ability to proactively anticipate customer needs, track overall customer health, and improve retention
• Capitalize on your RCM expertise to uplevel your peers across sales, solutions engineering, and customer success